Helpful Appointment Guidelines
NHS England are working with practices to help develop their admin and reception staff to improve efficiency and make sure practices access the right care for them. Reception staff are given training and access to a directory of information about services, in order to help them direct patients to the most appropriate source of help or advice. This may well be a service within the practice but also could be out in the community.
Patients may find the line of questions that the receptionists and admin staff may ask to be intrusive but staff at Grove Road Surgery have been given specialist training as care navigators and possess additional skills to provide a crucial practice role in improving access to primary care. Care navigation has been introduced to ensure patients have the best care that is available to them.
So we do ask our patients to remember when the reception team ask you what you are looking to get from your appointment, they are trying to help you access the best treatment that could potentially be available to you.
Tell us if you are in a telephone box. We can ring you back. Say immediately if your call is an emergency.
Let us know if more than one person in the family needs to be seen as each patient needs a separate appointment. Our standard appointment time is 10 minutes but we can offer longer appointments. However, you must ask for this when making an appointment, otherwise you may be asked to book another appointment and come back.
Let us know if you would like someone to accompany you during an examination or if you require a private room to discuss any matters. You may choose to have a friend or relative present or ask the practice to provide a chaperone, but please ask in plenty of time so we can arrange this for you.
You can have a telephone consultation with a doctor. He/she may ring you at an agreed time on the telephone number you have provided, or you will be allocated a time to call the surgery back to speak to the doctor direct.
The practice operates a strict non-attendance policy. If you fail to attend you will receive a letter regarding the missed appointment. If you continue not to attend, you will receive additional letters. Should you miss further appointments, you could be removed from the practice list of registered patients.
Food and Drink
These are not permitted on the premises. There are signs in the surgery asking you to observe this request. Should you need a drink of water, please ask a receptionist.
The parking bay marked 'DOCTOR' in front of the surgery is specifically for doctor parking. It is NOT an extension of the adjacent disabled double-parking bay.